Strategic Data Analyst

**Job ID**- 483698-
- **Posted since**- 01-Nov-2025-
- **Organization**- Smart Infrastructure-
- **Field of work**- Customer Services-
- **Company**- Siemens S.A.-
- **Experience level**- Mid-level Professional-
- **Job type**- Full-time-
- **Work mode**- Office/Site only-
- **Employment type**- Permanent-
- **Location(s)**-
- Rio de Janeiro - Rio de Janeiro - Brazil**Job Title: Strategic Data Analyst**- Department: Service Excellence Team- Reports To: VP of CSM- Location: Portugal or Brazil-
- **Job Summary**:

- The Strategic Data Analyst will be a pivotal member of our Service Excellence team, responsible for leveraging data to drive strategic decision-making, improve operational efficiency, and enhance the customer experience across Customer Success, Support, and Professional Services. This role requires a strong analytical mindset, proficiency in data manipulation and visualization, and the ability to translate complex data into actionable insights for various stakeholders, including leadership and finance. A deep understanding of CRM and financial data is essential to optimize customer lifecycle processes, maximize revenue retention, and ensure optimal resource utilization within Professional Services.-
- **Key Responsibilities**: -
- **Strategic Data Analysis & Reporting**:

- o Develop and maintain robust dashboards and reports to provide real-time insights into key performance indicators (KPIs) across customer-facing teams.- o Conduct comprehensive data analyses, including deep-dives and forecasting, to inform strategic decisions and identify root causes of operational challenges.- o Ensure data integrity and accuracy across various systems, proactively resolving discrepancies.- o Design and implement KPI frameworks and databases to support data-driven management decisions.-
- **Customer & Service Operations Support**:

- o Drive insights into customer health, churn, and retention to optimize the customer journey and improve lifecycle management.- o Analyze support operations metrics, including ticket trends, SLA adherence, and customer satisfaction (CSAT/NPS), to identify areas for improvement.- o Assess project profitability, resource utilization, and capacity planning for Professional Services to enhance operational efficiency.-
- **Process Improvement & Automation**:

- o Identify operational inefficiencies and propose data-driven process improvements and automation solutions.- o Support the evaluation, implementation, and optimization of tools to streamline workflows and reporting.- Cross-functional Collaboration & Communication:- o Collaborate effectively with diverse teams, including Sales, Finance, Product, and Engineering, to understand data needs and deliver actionable insights.- o Clearly communicate complex analytical findings to both technical and non-technical audiences through various mediums.-
- **Required Qualifications & Skills**:

- Education: Bachelor's degree in Business, Finance, Economics, Statistics, Computer Science, or a related quantitative field. A Master's degree in Management with a focus on Business & Data Analytics is a strong plus.
- Experience: 3+ years of experience in an Operations Analyst, Data Analyst, Business Analyst, or similar role, preferably within a technology company supporting customer-facing teams. Experience in a global sales analyst or BI consultant role is highly valued.

**Technical Skills**:

- Advanced proficiency with business intelligence and data visualization tools (e.g., Power BI - Microsoft certified is a plus, Salesforce Reports).
- Strong SQL skills for data extraction, manipulation, and analysis.
- Deep working knowledge of CRM systems, particularly Salesforce (reporting, dashboards, data model).
- Expert-level proficiency in Microsoft Excel (pivot tables, VLOOKUPs, complex formulas, data modeling - Microsoft certified is a plus).
- Familiarity with data warehousing concepts and experience working with data from various sources.
- Proficiency in Python is a strong advantage, especially for advanced data analysis or modeling.
- Experience with Power Automate for process optimization.
- **Analytical & Business Acumen**:

- Proven ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy.
- Ability to translate complex data into clear, concise, and actionable insights, especially regarding resource allocation and utilization.
- Strong understanding of key SaaS metrics (ARR, churn, retention, LTV, CAC) and operational processes within Customer Success, Support, and Professional Services, including the drivers of professional services profitability and utilization.
- Strong critical thinking and problem-solving abilities.
- **Soft Skills**:

- Excellent verbal and written communication skills, with the ability to present findings to diverse audiences and conduct workshops for executives.
- Strong stakeholder management skills and ability to collaborate effectively with cro